Mapping a master trust’s ideal customer journey

Savings and investment provider Cushon wanted to focus on their customer experience of their master trust. What would a great customer journey look like? How should someone feel on the day they join the scheme – and the day that they retire?

We helped Cushon map these ideal customer journeys, using granular examples to show what ultimate success would look like. We distilled these findings into a set of recommendations that were used to help the board decide on its priorities and the future direction of the whole business.

cushon.co.uk